Intermediate Process Manager, ITSM Incident & Problem Management

The Process Manager, ITSM - Incident and Problem Management is responsible for overseeing and enhancing incident and problem management processes within a managed service provider model. This role ensures the efficient and effective resolution of IT incidents, minimizes service disruptions, and leads root cause analysis efforts to prevent recurrence. This team member will collaborate with internal IT teams, service providers, and business stakeholders to drive continuous service improvements, enforce ITIL best practices, and ensure service excellence across the organization.

Essential Functions:

Incident & Problem Management:

• Oversee the end-to-end incident and problem management lifecycle, ensuring timely resolution of major incidents and recurring problems. 

• Implement and enforce ITIL-based processes to enhance service provider performance. 

• Ensure root cause analysis (RCA) is conducted effectively and follow-up actions are implemented to prevent recurrence. 

• Collaborate with IT teams, vendors, and business units to drive continuous service improvements. 

• Monitor incident trends and establish proactive measures to reduce service disruptions. 

• Ensure major incident communication and escalation processes are effectively followed.

ITSM Process & Performance Management: 

• Develop and maintain key performance indicators (KPIs) and service level agreements (SLAs) for incident and problem management. 

• Analyze ITSM data and reports to identify trends, gaps, and opportunities for process improvement. 

• Conduct regular service reviews with the managed service provider to ensure adherence to contractual obligations. 

• Lead initiatives to automate and optimize ITSM workflows for efficiency. 

Change & Release Management Collaboration:

• Collaborate with Change and Release Management teams to ensure alignment with incident and problem resolution efforts, minimizing risk and reducing service disruptions. 

• Provide input during Change Advisory Board (CAB) meetings by sharing insights from incident trends and known errors to help assess the impact of proposed changes. 

• Ensure accurate linkage and documentation between incidents, problem, and related change requests, supporting end-to-end traceability and effective resolution of recurring issues.

Vendor & Service Provider Management:

• Oversee the performance and contractual obligations of ITSM service providers. 

• Conduct regular vendor performance evaluations and ensure accountability to SLAs and deliverables. 

• Manage escalations with third-party vendors to resolve persistent service issues. 

• Ensure integration of vendors with Carnival’s ITSM framework and culture.

Incident & Problem Process Leadership: 

• Provide leadership, mentoring, and direction to ITSM team members and key stakeholders. 

• Define roles and responsibilities for incident and problem management teams within the service provider. 

• Ensure ongoing training and development of team members to enhance ITSM maturity.

Stakeholder Communication & Reporting: 

• Act as the primary escalation point for major incidents and problem records. 

• Provide executive-level reports on service disruptions, root causes, and mitigation strategies. 

• Lead regular communication with internal business units and senior leadership to align ITSM initiatives with business priorities. 

• Present service reviews, dashboards, and ITSM performance insights to key stakeholders.

Service Improvement & ITSM Strategy Support:

• Contribute insights and data to inform the development of ITSM roadmaps in alignment with organizational goals. 

• Identify opportunities for process improvement to enhance incident resolution efficiency and service reliability. 

• Support data-driven decision-making by analyzing trends and aligning IT service outcomes with business priorities.

Process Leadership & Stakeholder Enablement 

• Provide guidance and oversight to service provider teams responsible for change and release activities, ensuring alignment with ITSM best practices. 

• Define and clarify roles, responsibilities, and expectations for IT change coordinators and release stakeholders to support process consistency. 

• Lead training and awareness initiatives to strengthen change and release management maturity across the organization. 

• Promote a culture of proactive risk mitigation and continuous service improvement through collaboration and process advocacy.

Knowledge, Skills & Abilities:

• Scope:  CCL Only

• Problem solving: Perform root cause analysis, Analyze date to identify threats, gaps, and opportunities

• Impact:  Drive efficiency and effectiveness through process, planning, and fiscal improvements, Improve security and stability in our delivery services, Innovate and collaborate where it provides business value, Invest in out people and celebrate successes, Seek transparency and partnership with the business

• Leadership:  Provides oversight of processes, Serves as escalation point of contact

Qualifications:

• Strong stakeholder engagement and executive communication skills 

• Ability to lead cross-functional teams and foster collaboration between IT and business units 

• Experience managing tight deadlines, competing priorities, and crisis situations 

• Ability to create executive-level reports and presentations for senior leadership 

• Strong knowledge of ITIL Change & Release Management best practices 

• Experience with enterprise-wide ITSM tools such as ServiceNow Change Management Workbench 

• Ability to evaluate change risk, assess business impact, and develop mitigation strategies 

• Data-driven mindset with the ability to analyze ITSM metrics and drive service improvements 

• Experience with regulatory compliance frameworks (SOX, PCI, GDPR, etc.) in relation to IT changes 

• Proven ability to drive process automation and tool integration 

• Strong problem-solving skills with the ability to perform root cause analysis (RCA) 

• good communication, collaboration, time-management, and organizational skills.   

• good verbal and written communications in English.    

• Ability to learn new technologies and concepts.  

• Ability to work with minimal supervision and within a team.  

• Ability to provide input to help solve problems.    

• Flexibility to adjust to changing priorities and deadlines.    

• Analytical and detailed oriented.    

• Ability to meet deadlines.    

• Proficiency in MS Office products.    

• Education: Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience  required; Masters degree a plus   

Licenses/Certifications: 

Preferred: 

• ITIL Certification (V3 or V4) 

• ServiceNow Certification (CIS-ITSM, ServiceNow Administrator) 

• Project Management Professional (PMP) 

3+ years​:

• ​​IT service management, focusing on Change & Release Management​ 

• ​​Experience managing Change Advisory Boards (CABs) and ECABs​ 

• ​​Hands-on experience with ServiceNow Change Management.​ 

• ​​Managing ITSM service providers and vendor performance​ 

• ​​Leading and coordinating IT changes & release activities across a global enterprise​ 

• ​​Experience developing and enforcing ITIL-based ITSM processes​ 

• ​​Experience in ITIL and IT project management via various SDLCs (i.e. Agile, Waterfall, Hybrid, etc.) 

• ​​Experience collaborating with cross-functional teams to achieve common goals and drive results.​ 

​​1+ years​ 

• ​​Experience in the cruise and/or travel industry. ​ (preferred)

Travel:  No or very little travel likely

Work Conditions:.  Work primarily in a climate-controlled environment with minimal safety/health hazard potential. 

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily done in Carnival’s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is extended past those areas, candidates must be located in one of the following U.S. states:  FL, GA, TX and NC 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  

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